Month: July 2018

Branded Customer Experience Delivery

P or B? Unique Value, Elasticity, and Branded Customer Experience Long before the iPod, iPad, and iPhone, there was an “I” brand from my youth that had a strong and unique brand image. With its narrow restaurant layout, high pitched distinctively blue roof, and tables adorned with multiple types of syrup. It was none other than…

Catching Great Leadership Skills

Leadership skills learned from a great leader At a time in history when political leaders often polarize, I’ve been blessed to work with community and business leaders who unite, empower, and transform. A couple of weeks ago I made a point to have dinner with one of those leaders. His name is Johnny Yokoyama. It…

So Many Customer Experience Lessons – So Little Time!

I once wrote that to be joyful we must capture the natural occurring humor of reality. Extrapolating the idea of seizing natural occurring opportunities, I’m a fan of gleaning customer experience lessons from news headlines. Here are three quick examples of customer experience lessons just waiting to be plucked from recent news stories: Only one…

From Customer Journey Map to an Optimal Customer Journey Road Map

In last week’s blog, I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand. I also noted four elements necessary to effectively guide your customer experience design efforts and suggested that the following four considerations…

Customer Journey Mapping and the Road Beyond

Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. When customer experience designers like myself would suggest that touchpoint maps need to be upgraded to customer journey maps…

FREE RESOURCES

The Starbucks Experience: Leadership Tips eBook
Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article